Help Desk Specialist — Fast Frontline IT Support

Marathon TS is seeking a Service Desk Technician to provide first-line technical support to end users by responding to incidents and service requests through phone, email, chat, and ticketing systems. This role is responsible for resolving common IT issues, documenting support activities, and escalating complex problems to Tier 2 support teams when necessary.

The ideal candidate will have experience supporting corporate or federal service desk environments and will demonstrate strong customer service skills while adhering to established knowledge base articles and standard operating procedures (SOPs).

• Serve as the primary point of contact for end users via phone, email, chat, or ticketing system
• Log, categorize, and prioritize incidents and service requests in the ticketing system
• Provide first-level troubleshooting for common IT issues including:
• Account lockouts
• Basic network connectivity issues
• Software access problems
• Follow documented knowledge base articles and standard operating procedures (SOPs) when resolving incidents
• Maintain accurate ticket documentation, updates, and resolution details
• Monitor ticket queues to ensure service level agreement (SLA) compliance
• Provide timely updates and communication to end users regarding ticket status
• Escalate complex technical issues to Tier 2 support teams when appropriate
• Deliver excellent customer service and professional communication while supporting users

• Associate's Degree required (Information Technology or related field preferred)
• 0–2 years of Service Desk or Help Desk experience
• Basic knowledge of Active Directory user administration (password resets, account unlocks)
• Strong communication and customer service skills

• Prior experience in a corporate or federal service desk environment
• HDI Certification (preferred but not required)
• Familiarity with ITIL-based service desk operations
• Experience supporting Microsoft 365 applications